Smart Users

The smart owners functionality is contained in a smart users groovlet that fires when a ticket enters a workflow state with smart owners assigned.

In a ticketer workflow, each node/state has an owners tab in the node dialog box. You can see the smart owners section on the bottom.

The following shows an example customer Configuration:

• Create a new groovlet in Groovlet Admin. The following is an example taken from a sample customer:

• Create a new smart user in Smart User Admin (In ticketer admin) The following is an example taken from a sample customer:

• Add the smart owners functionality where necessary to the owners tab of the workflow state:

• Tail the logs while creating a ticket and moving it to a state where a smart owner is assigned.
• Check the logs for any errors.
• If there are no errors click on Manage Owners to see if owners have been assigned
• If not refresh the ticket and try again
• If not run the query from the groovlet and see if an email address is returned

Note: ensure the email addresses are correct on the users and ensure they are unique or else this functionality will fail